Customer Support Specialist

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary Natural Language Understanding (NLU) capabilities developed entirely in-house and trained on millions of multilingual conversations. Our platform empowers marketing, customer support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why This Role Matters

At Lucidya, customer support is more than answering tickets – it’s a critical part of the customer experience. As we scale our global customer base and move towards 24/7 support coverage, we’re building a world-class support function that delivers fast, knowledgeable, and proactive service.

As a Customer Support Specialist, you’ll be the first point of contact for our customers, helping them resolve issues, navigate the platform, and ensuring every interaction leaves a positive impression. You’ll work closely with our Technical Support and Engineering teams, troubleshooting problems, escalating complex issues when needed, and helping us continuously improve the customer experience.

Your ability to communicate clearly, solve problems efficiently, and build trust with customers will have a direct impact on customer satisfaction and retention.

What You’ll Do

Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform
Deliver exceptional customer support in both Arabic and English
Investigate, troubleshoot, and resolve customer issues independently wherever possible
Perform initial debugging and quality checks before escalating technical issues to the Technical Support team
Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system
Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process
Collaborate closely with Technical Support and Engineering to ensure timely issue resolution
Contribute to maintaining and improving internal knowledge base articles and support documentation
Identify recurring customer issues and share feedback to improve product quality and support processes
Participate in quality assurance reviews and continuously improve service standards
Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends

What Success Looks Like

Within your first 90 days, you’ll:

Develop a strong understanding of the Lucidya platform, products, and customer workflows
Become confident navigating our support tools and internal processes
Successfully manage customer inquiries independently
Demonstrate strong product knowledge and effective troubleshooting skills
Build productive working relationships with Technical Support and Engineering teams
Consistently achieve key customer support metrics, including First Response Time (FRT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT)

Requirements

Who You Are

2+ years of experience in a Customer Support Specialist, Customer Support Agent, or similar customer-facing support role
Current experience supporting customers in a SaaS environment (required)
B2B SaaS experience is strongly preferred
Fluent in both Arabic and English, with excellent written and verbal communication skills
Comfortable explaining technical concepts to non-technical customers
Strong problem-solving and analytical skills with the ability to troubleshoot customer issues independently
Experience working with support and collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systems
Comfortable working across multiple systems and managing several customer conversations simultaneously
Highly organized, customer-focused, and able to thrive in a fast-paced environment
Bachelor’s degree or equivalent qualification

Nice to Have

Experience supporting enterprise or government customers
Familiarity with customer engagement, social listening, or customer experience platforms
Experience contributing to knowledge bases or process documentation
Exposure to QA processes or customer support performance metrics

Why You’ll Love Working Here

Join one of the region’s leading AI-native technology companies
Work alongside talented teams building products used by leading enterprises and government organizations
Help shape a growing Customer Support function with opportunities to influence processes and best practices
Remote-first working environment
Continuous learning and career development opportunities
Collaborative, inclusive, and high-performance culture where your impact is visible

Hiring Process

Talent Acquisition Screening
Hiring Manager Interview
Practical Assessment (if applicable)
Final Interview
Offer